What to Expect

Once NCUA receives your written complaint:

  • we will acknowledge its receipt;
  • log it into our records; and
  • ask the credit union's supervisory committee to conduct an investigation.

How long does it take?

The process generally takes about 60 days. Depending on the credit union's response or the type of complaint, we may take additional steps. If we do, we will notify you in writing.

Please note:

NCUA cannot represent consumers in settling claims or recovering damages. However, if your complaint brings a violation to our attention, we will take steps to ensure the federal credit union complies with applicable federal laws and regulations.

As a regulator, NCUA does not own, operate, or control credit unions, nor do we establish their operating policies and procedures. We do not have the authority to overturn individual lending decisions made by credit unions. We also cannot dictate the range of services they offer. NCUA cannot offer legal assistance.

Complaints caused by error or misunderstandings are often resolved voluntarily by the credit union. However, many complaints stem from factual or contractual disputes between the federal credit union and the member. If you and the credit union are unable to reach a mutually agreeable settlement in such a situation, only a court of law can impose a remedy and award damages. We recommend you consult an attorney for guidance if you want to consider pursuing a legal remedy.